Our most popular feature has had some significant upgrades to allow you to even more easily manage the support requests from your website maintenance clients.
We can’t wait to share them with you, so let’s dive in …
Prefer video? Catch all the updates in 3mins …
1. Allow your clients to raise and reply to support tickets from their email inbox
Hands down the most popular feature request we’ve had since we launched.
Yes, we talk a lot about moving your support away from email. This is from your point of view, as the company providing the maintenance service. For you, it is SO much easier managing lots of client support requests from a central, professional ticket system, than it is from email.
From the client’s point of view however, they like the ease of being able to send a quick email.
And your Glow clients are now able to do that.
Requests sent in by email will appear in your Support Tickets section as normal and when you reply, your client will get that in the form of an email and be able to reply as they would with any other email.
2. More accurately track the time you spend on support requests
Previously, Glow would ask you how long you spent handling a client’s support request, but only at the point you close the ticket.
This wasn’t suitable enough as you could forget the time you’ve spent along the way of resolving a ticket that’s been worked on for a few days or more.
With our update, Glow will now ask you if you’d like to record time with each reply, making it much easier to track your time.
3. Ticket IDs for quick reference
Another popular request from customers, we’ve introduced Ticket IDs so that you and your team can easily refer to a particular ticket that you might be discussing.
Ticket IDs will appear in your Glow account and in any email correspondence you receive.
4. Set priority levels
We’ve introduced priority levels so that you and your team can quickly assess the order in which you will work through client requests.
Your clients are able to choose from Urgent, High, Medium and Low priority levels and you can also use the new filter options to show only tickets from each level.
For greater control, if you deem a ticket to not be a certain priority level (eg. a client has labelled it ‘Urgent’ when really it’s not, it’s ‘Medium’), you can change that from within the ticket screen.
5. Helpful ticket information
Across the top of the ticket correspondence screens, you will now see some new, helpful information.
There are 4 boxes:
- Time spent on this ticket – this keeps a track of the time you’ve spent on the ticket to date
- Time left – if you provide clients with an allotted amount of time to request changes each month, this metric will let you know how much time they currently have left
- Raised by – this will display the name of the person at your client’s company who raised the ticket
- Assigned to – this will display the name of your teammate who this ticket is currently assigned to – you can change this to another teammate whenever you need to
6. Improved, simple ticket status options
The ticket status options have been updated too.
We previously had only Open and Closed options to denote the status of a ticket.
Now, you will see 3 options:
- Open – these are tickets that your client has raised but that you have not yet responded to
- In Progress – these are tickets you are currently in the process of resolving with your client
- Closed – these are tickets that you have fully resolved
7. Quickly access the client’s website
From the ticket correspondence screen you can now also use the Login link to quickly access the client’s WordPress dashboard.
This can be really handy as you often need to access their website backend to resolve their query.
8. Rich text editor
The new text editor replaces our previous basic editor.
You can now emphasise your comments with bold and italics, as well as use the helpful undo and redo buttons if you make mistakes.
9. Sort by, Filter and Pagination
As your list of support tickets inevitably grows as you take on more clients, you will need the ability to sort and filter them.
Our new toolbar allows you to do that.
- Sort by – you can sort your support tickets by Date, Client Name and Priority Level
- Filter by – you can filter support tickets by All Tickets, Open, In Progress and Closed
- Pagination – no one wants to scroll down an endless page of information. Your tickets are now grouped into pages of 10 that you can cycle between
Already a customer? These features will be live in your account right now.
Not a customer yet? View our pricing or reach out to us with any questions you might have about Glow.